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What Are the Different Methods of Customer Satisfaction?

Article Details
  • Written By: Malcolm Tatum
  • Edited By: Bronwyn Harris
  • Last Modified Date: 04 November 2016
  • Copyright Protected:
    2003-2016
    Conjecture Corporation
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Customer satisfaction is important to the success of any business. If customers are not happy with their purchases and the circumstances surrounding those purchases, the potential for any repeat business is severely limited. In order to attract and hold onto clients, using various methods of customer satisfaction like providing around the clock access to a support team, conducting customer satisfaction surveys, and making sure the ordering process is simple and direct will go a long way toward enhancing growth and keeping customer turnover to a minimum.

One of the more common methods of customer satisfaction and support is to provide clients with ways to seek additional information or voice concerns without having to go through some complicated process. Several approaches can be used to establish and maintain an ongoing dialogue with clients. A time-honored approach is the ability to reach customer service representatives by way of a telephone call. In addition, many companies today offer live chats online, and set up email addresses that clients can use. With all these options, minimizing the amount of time customers have to wait in order to communicate with a representative enhances the potential to defuse negative situations and perceptions, while increasing the chance of retaining those customer.

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The various methods of customer satisfaction also focus on making sure clients are receiving the quality they expect when making a purchase. This requires companies to have strong quality control and assurance programs, minimizing the opportunity for faulty goods and services to leave the facility and find their way to customers. This type of preventive measure can go a long way toward establishing good customer relations at the onset of the relationship, a benefit that may be helpful at a later time.

Methods of customer satisfaction generally involve setting reasonable expectations on the part of the customer and living up to those expectations. This is true not only in terms of the quality of the products purchased, but also the pricing and the ability to obtain help when needed. Never promise customers something that cannot be delivered. Unless the company is prepared to provide around the clock access to a customer service and support team, do not present the idea to customers. Be very specific with customers so there is no chance for miscommunication and meeting customer expectations will be much easier.

With all methods of customer satisfaction, honesty and integrity must be present. Interactions with clients should always be productive, focusing on what will be done to correct an unfortunate situation and what the company is prepared to do for the client in the future. Vague promises that never come to pass only erode customer loyalty, while being honest and working with customers to resolve any issues that arise will often salvage a bad situation and help the relationships with clients emerge stronger than before.

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